IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i5p1382-d211472.html
   My bibliography  Save this article

Exploring the Role of Service Delivery in Remarkable Tourism Experiences

Author

Listed:
  • Dalilis Escobar Rivera

    (Department of Business Management and Product Design, University of Girona, 17071 Girona, Spain)

  • Marti Casadesús Fa

    (Department of Business Management and Product Design, University of Girona, 17071 Girona, Spain)

  • Paulo Alexandre Costa Araújo Sampaio

    (ALGORITMI Research Centre, Department of Production and Systems, University of Minho, 4710-057 Braga, Portugal)

  • Alexandra Simon Villar

    (Business Department, Autonomous University of Barcelona, 08035 Barcelona, Spain)

Abstract

The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer’s happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.

Suggested Citation

  • Dalilis Escobar Rivera & Marti Casadesús Fa & Paulo Alexandre Costa Araújo Sampaio & Alexandra Simon Villar, 2019. "Exploring the Role of Service Delivery in Remarkable Tourism Experiences," Sustainability, MDPI, vol. 11(5), pages 1-19, March.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:5:p:1382-:d:211472
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/5/1382/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/5/1382/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Collier, Joel E. & Barnes, Donald C. & Abney, Alexandra K. & Pelletier, Mark J., 2018. "Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter," Journal of Business Research, Elsevier, vol. 84(C), pages 150-161.
    2. Roy, Sanjit Kumar & Shekhar, Vaibhav & Lassar, Walfried M. & Chen, Tom, 2018. "Customer engagement behaviors: The role of service convenience, fairness and quality," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 293-304.
    3. Laros, Fleur J.M. & Steenkamp, Jan-Benedict E.M., 2005. "Emotions in consumer behavior: a hierarchical approach," Journal of Business Research, Elsevier, vol. 58(10), pages 1437-1445, October.
    4. Ou, Yi-Chun & Verhoef, Peter C., 2017. "The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers," Journal of Business Research, Elsevier, vol. 80(C), pages 106-115.
    5. Barnes, Donald C. & Ponder, Nicole & Hopkins, Christopher D., 2015. "The impact of perceived customer delight on the frontline employee," Journal of Business Research, Elsevier, vol. 68(2), pages 433-441.
    6. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    7. Hasan, Syed Akif & Subhani, Muhammad Imtiaz & Raheem, Saquib, 2011. "Measuring Customer Delight: A Model for Banking Industry," MPRA Paper 34724, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Margarida Custódio Santos & Ana Ferreira & Carlos Costa & José António C. Santos, 2020. "A Model for the Development of Innovative Tourism Products: From Service to Transformation," Sustainability, MDPI, vol. 12(11), pages 1-20, May.
    2. Kai Zhang & Xuejiao Chen, 2022. "Research on the Influencing Mechanism via Which Security Perception of Personal Information Affects Tourist Happiness: A Moderated Mediation Model," Sustainability, MDPI, vol. 14(22), pages 1-23, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Anne-Madeleine Kranzbühler & Alfred Zerres & Mirella H. P. Kleijnen & Peeter W. J. Verlegh, 2020. "Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 478-498, May.
    2. Morone, Andrea & Nemore, Francesco & Schirone, Dario Antonio, 2018. "Sales impact of servicescape's rational stimuli: A natural experiment," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 256-262.
    3. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    4. Healy, Jason C. & McDonagh, Pierre, 2013. "Consumer roles in brand culture and value co-creation in virtual communities," Journal of Business Research, Elsevier, vol. 66(9), pages 1528-1540.
    5. Tyrväinen, Olli & Karjaluoto, Heikki & Saarijärvi, Hannu, 2020. "Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    6. Christ-Brendemühl, Sonja & Schaarschmidt, Mario, 2020. "The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis," Journal of Business Research, Elsevier, vol. 117(C), pages 378-388.
    7. Fernandes, Teresa & Pinto, Teresa, 2019. "Relationship quality determinants and outcomes in retail banking services: The role of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 30-41.
    8. Hua Dai & A. F. Salam, 2020. "An Empirical Assessment of Service Quality, Service Consumption Experience and Relational Exchange in Electronic Mediated Environment (EME)," Information Systems Frontiers, Springer, vol. 22(4), pages 843-862, August.
    9. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
    10. Hamzah, Zalfa Laili & Syed Alwi, Sharifah Faridah & Othman, Md Nor, 2014. "Designing corporate brand experience in an online context: A qualitative insight," Journal of Business Research, Elsevier, vol. 67(11), pages 2299-2310.
    11. Kowalczyk, Liliana & Breugelmans, Els & Campo, Katia, 2021. "It's not there, I love it! How relevance to objective needs of an unavailable item impacts emotions, store image, and behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    12. Mehdi Khademi Gerashi & Farbod Fakhreddin, 2021. "Influence of emotions on purchase loyalty among child consumers: the moderating role of family communication patterns," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 298-310, December.
    13. Ladhari, Riadh & Souiden, Nizar & Dufour, Béatrice, 2017. "The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 10-18.
    14. Matos, Nelson & Mendes, Julio & Pinto, Patrícia, 2015. "The Role of Imagery and Experiences in the Construction of a Tourism Destination Image," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 3(2), pages 135-154.
    15. Küper, Inken & Edinger-Schons, Laura Marie, 2020. "Is sharing up for sale? Monetary exchanges in the sharing economy," Journal of Business Research, Elsevier, vol. 121(C), pages 223-234.
    16. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
    17. Michel Clement & Anke Lepthien & Tim Schulze, 2016. "Erfolgsfaktoren bei der Vermarktung von Kunst [Success Factors for Marketing of Arts]," Schmalenbach Journal of Business Research, Springer, vol. 68(4), pages 377-400, December.
    18. Siwarit Pongsakornrungsilp & Pimlapas Pongsakornrungsilp & Theeranuch Pusaksrikit & Pimmada Wichasin & Vikas Kumar, 2021. "Co-Creating a Sustainable Regional Brand from Multiple Sub-Brands: The Andaman Tourism Cluster of Thailand," Sustainability, MDPI, vol. 13(16), pages 1-23, August.
    19. Wikstrom, Solveig & Carlell, Camilla & Frostling-Henningsson, Maria, 2002. "From real world to mirror world representation," Journal of Business Research, Elsevier, vol. 55(8), pages 647-654, August.
    20. Carmela Milano, 2015. "Democratization or else vulgarization of cultural capital? The role of social networks in theater’s audience behavior," Working Papers CEB 15-004, ULB -- Universite Libre de Bruxelles.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:5:p:1382-:d:211472. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.